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DELIVERY & RETURNS
Click and Collect
We offer a collection service which skips any courier costs. It also serves as a good excuse to go for a walk if you're nearby our Marylebone Boutique. Please check that your order is at the shop before you arrive so we can have it all prepared for you. Call us on +44 207 935 0039.
Courier Delivery
General
If you don’t find your country listed, please contact us at shoes@traceyneuls.com and we can organise a shipping quote for you.
Delivery times may vary and delays occurring after dispatch are the responsibility of the carrier. We cannot be held liable for delays due to adverse weather conditions or transport difficulties once they have left our Tracey Neuls Limited distribution point, however, we can help track and make sure that your order gets to you as quickly and reliably as possible.
Please be advised we do not ship orders on UK bank holidays.
If you have any queries, please email our team at shoes@traceyneuls.com and we'll do our best to clarify them.
Returns
If you find that you are not 100% satisfied with your purchase, you have 14 days to return it, starting from the day after you receive the goods. Please contact us at shoes@traceyneuls.com before returning anything, and we’ll let you know how best to proceed with all the details you need. A refund or credit will be sent to you as soon as we receive the goods back to us in good condition. Please allow 3-5 working days for your refund to appear on your bank statement.
Please only try shoes on a soft, carpeted surface. Goods must be returned in pristine condition, unused and unworn in the original box with all the extra contents as provided. Tracey Neuls Limited reserves the right to refuse returns should the items be found to be worn or damaged. If goods are deemed non-acceptable for an exchange or refund, Tracey Neuls Limited will send them back to the customer. Note that socks cannot be returned for hygiene reasons.
Whether you are returning or exchanging pairs by courier or in person at our boutique, we require your proof of purchase receipt in order to process your refund. We can only process a refund to the same method of payment made.
We’d also appreciate if you could return any online goods with the reason why you are returning them. It helps us to understand your needs better and that is important to us.
Unless otherwise stated, the return postage is the customer's responsibility. All delivery and return charges are non-refundable.
We recommend that you use a trackable postage service and retain proof of postage, as you are financially responsible for the items until they reach us in good condition. If you need assistance within the UK, we can help to arrange collection of your goods by a courier for £8.99.
ATTENTION, if you reside outside the UK, please mark your parcel with ‘Return_ Not For Commercial Value' clearly on the outside packaging. Please ONLY send using our authorised label. If these instructions are not followed, you could be liable for costly customs and duties charges. Please double check if something seems unclear, we are happy to help. Contact us at shoes@traceyneuls.com and we’ll email you the return label to print out and fix to the package.
Exchanges Are Sent Again For Free
We are happy to try and find you the right fit or style if the one you received is not suitable. Please just send the unwanted item back to us at your charge and once we receive the returned items in good order, your replacement will be sent free of charge. We are happy to hear from you by email at shoes@traceyneuls.com or by phone at +44 207 935 0039 should wish to discuss your needs. And of course we would love to help you in person in our boutique should that be a possibility.
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